Front Desk Agent

Job Description

Job Description

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Job Description

The Front Desk Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. 

• Monitor Queue Rooms throughout the day. 

• Address and resolve guest needs as they arise and escalate to the manager as necessary. 

• Monitor and solve open folios daily. 

• Check in and check out guests according to Raffles standards

• Assist with inquiries via phone call, email or text message 

• Manage transactions and collect payments from guests, process refunds and petty cash, produce receipts

• Responsible for maintaining and balancing of their bank float each shift 

• Process currency exchange as requested

• Assists to direct and walk guests to their destination in the hotel 

• Work with HOTSOS for guest requests. 

• Work with Alice to review guest itinerary

• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. 

• Always be attentive, friendly, helpful, and courteous to all guests, managers, and other employees. 

• Monitor all VIP's and special guest requests. 

• Complete daily front desk agent checklist. 

• Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each. 

• Always maintain a warm and friendly demeanor. 

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. 

• Must be extremely professional and demonstrate genuine and intuitive service. 

• Attend departmental meetings and trainings. 

• Maintain regular attendance per schedule. 

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform. 

• Maintain high standards of lobby and front desk area appearance according to Raffles Standard 

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. 

• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. 

• Must be able to cross-train in other hotel-related areas. 

• Must be able to maintain confidentiality of information. 

• Must be able to show initiative, including anticipating guest or operational needs. 

• Perform other duties as requested by management. 

• Offer room upsell to guests when appropriate

Qualifications

Education & Experience:

• Experience in a hotel or a related field preferred. 

• High School diploma or equivalent required. 

• Computer experience required. 

• Customer Services experience required. 

Physical Requirements:

• Flexible hours including overnight shifts

• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 

• Ability to stand during entire shift. 

Additional Information

• Hourly Wage: Intro rate at $27.81 - wage after 90-day probationary period at $31.00
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 
• Excellent Company benefits including medical, dental, vision and life insurance. 
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities